While without a doubt the internet has made it easier to search for jobs-from such general job-seeking sites as Monster.com to more specialized ones such as JournalismJobs.com-it has also, in some cases, made it more difficult for someone to get hired. According to a survey released in April by CareerBuilder, LLC, nearly 2 in 5 companies use social networking sites to research job candidates. And a March survey from Eurocom Worldwide shows that 1 in 5 technology industry executives admit to rejecting an applicant based on his or her social media profile.

Customers today demand value-added, personalized customer service in real-time, using voice, text-based media types like email and chat, and social media. They also expect to be able to start an interaction using one channel, and complete it on another without having to restart the conversation. They are quick to voice their disappointment of poor customer experiences which are amplified by social media and can lead to brand erosion and customer defection.

Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.

Read this Executive Brief to learn how you can turn interactions across channels into ONE seamless conversation